Stock ordering,managing staff,daily reports Receive and deal with incoming correspondence and escalate to appropriate parties when necessary. Log all complaints on the CRM system. Attempt to resolve cases swiftly . Maintain Group customer service standards in terms of the handling of correspondence. Investigate complaints and gathering of information with regards to complaints/queries Reply to correspondence/queries Escalate sensitive correspondence to the Customer Relations Manager. Liaise with different parties to ensure that issues noted in correspondence are resolved. Escalate cases to regional or divisional manager if feedback is not received within 24 hours from first level Ensure must be resolved within 48 hours, unless it includes third parties such as suppliers, or requires further investigation and/or testing Ensure that full resolutions are recorded in case logs Provide customers with product and service information where possible Complete all call logs correctly and with the most necessary details/information and ensure you always use spell check where necessary To submit weekly reports of incidents handled timeously and accurately Make sure all complaints/questions are answered/resolved in a reasonable time-frame Provide feedback on complaint counts and trends To assist with the implementation/maintenance of customer service policies in stores